In this day and age, when time is of the essence, an outage tends to lead to outrage.
Whether it’s a social media platform that’s down for a few hours or disruption to the MRT for three minutes, people are going to get pissed.
But once those in charge rectify the issue and apologise, the masses are usually appeased and everything goes back to normal.
In this instance, however, netizens only grew more incensed after the “services were restored” message.
DBS Down Since Tuesday Morning (23 Nov)
It all started at 10am yesterday (23 Nov), when some DBS customers found that the bank’s internet and mobile banking services weren’t working.
Nearly 600 reports were made a few hours later on Downdetector, an online platform that provides an overview of issues and outages with various websites and services. Most of the complainants had trouble with mobile banking services, while issues with online banking and logging in were also reported.
DBS responded to the outage later that day, saying some customers were facing “intermittent slowness” when accessing its banking services. It apologised for any inconvenience caused, and advised customers to make fund transfers via the PayLah! app in the meantime.
Update: pic.twitter.com/h3GxTdjhNL
— DBS Bank (@dbsbank) November 23, 2021
As part of its efforts to resolve the issue, it took down some services – such as digibank and e-commerce transactions – for an hour last night.
DBS Says Services Restored, But Netizens Still Experiencing Issues
At around 8:15am today, DBS provided an update on Facebook, saying that all services had been restored as of 2am.
Unfortunately, this wasn’t the case for many customers, who complained that they were still experiencing issues.
Many customers also took issue with the phrasing that the bank used when it referred to the outage as “intermittent slowness”.
“At least have some integrity and admit that it’s an outage, there is no intermittent slowness,” one commenter said.
“It has nothing to do with intermittent slowness. Be honest with your statement and your updates should have been more timely,” said another.
Indeed, one look at the Downdetetor website shows that users are still experiencing problems with the bank’s services at the time of writing:
Over 380 reports were made at 11:30am, according to the site.
In its latest update, DBS noted that the banking issue has recurred and said it is working to resolve the issue.
“Services were restored early this morning. Unfortunately, yesterday’s digital banking issue has recurred and this has affected our services,” it said.
“We know this has affected many of our customers, and we are doing our best to resolve the situation. We apologise for the inconvenience caused.”
Around the same time, Nets said that its eNETS Debit service had been fully restored.
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